[Hiring] Onboarding Manager, Customer Experience @Figma

Role Description

As an Onboarding Manager, you’ll partner with our largest customers and help set them up for immediate success by leading them through a clearly defined onboarding process. You’ll build and leverage key cross-functional relationships across Sales, Marketing, and Product Support as you deliver an exceptional onboarding experience. You’ll use metrics, customer feedback, and direct experience to help identify new initiatives and materials needed to better engage and support our customers. You are an excellent communicator and project manager with a passion for customers, and we can’t wait to meet you!

This is a full time role that can be held from one of our US hubs or remotely in the United States.

What you'll do at Figma:

• Own and manage the onboarding process for our largest customers from pre-sales through successful onboarding closeout
• Partner closely with Account Executives to ensure smooth customer handoff experience
• Understand customer goals and successfully manage their onboarding timeline towards value
• Work with Customer Enablement Managers, Technical Account Managers, Design Advocates and Solutions Consultants to effectively execute against the customer onboarding process
• Report on metrics and customer feedback to assess the impact of successful onboarding and to help identify new customer initiatives and product opportunities
• Develop content and enablement resources for customers to use for training/education and to help accelerate product adoption
• Deliver live and scalable training sessions customized to customer maturity and needs
• Understand and consult on product and industry best practices in order to act as a trusted advisor to our customers and inspire new possibilities using our product

Qualifications

• 3+ years of experience in a customer facing role working with technical products
• B2B SaaS experience with a technical product
• Proven project management skills and experience working with multiple customers concurrently
• Excellent oral and written communication skills
• Experience speaking to customers representing different personas across both function and seniority
• Consultative approach; ability to navigate complex business needs and technical requirements

Requirements

• While it’s not required, it’s an added plus if you also have experience using or working with Figma, or other UX/UI experience
• You embody our values and can thrive in a constantly evolving and growing environment

Benefits

• Figma offers equity to employees
• Competitive package of additional benefits, including health, dental & vision
• Retirement with company contribution
• Parental leave & reproductive or family planning support
• Mental health & wellness benefits
• Generous PTO
• Company recharge days
• Learning & development stipend
• Work from home stipend
• Cell phone reimbursement
• Sales incentive pay for most sales roles
• Annual bonus plan for eligible non-sales roles

Company Description

At Figma we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our product and our community to flourish. Figma is an equal opportunity workplace - we are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity/expression, veteran status, or any other characteristic protected by law.

We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. We will work to ensure individuals with disabilities are provided reasonable accommodation to apply for a role, participate in the interview process, perform essential job functions, and receive other benefits and privileges of employment.